Cognitant Group

Healthinote

Cognitant operates Healthinote (www.healthinote.com), a platform to support the provision of personalised digital health companions for patients, as well as curated health content and tools from trusted providers. Healthinote's health companions cover a growing number of long-term conditions, supporting better outcomes, and subsequently reducing the load on clinical services.

Features

• Digital health companions for chronic conditions
• Remote access to validated health companions, recommended by clinicians
• Personalised, visual, immersive education
• Patient data tracking and monitoring
• Goal setting
• Simple web-based interface
• Integration with patient messaging tools (via API)
• Creation of health information prescriptions
• Search engine for validated, trusted health information
• Language and cultural adaption options

Benefits

• Improve management of long-term heath conditions
• Share relevant, trusted digital content and services with patients
• Optimise consultations with information prescriptions
• Empower patients to better manage and understand their health
• Save time in consultations
• Reduce unnecessary attendances at GP, ED and clinic
• Improve health outcomes through better informed, empowered patients
• Provide accessible, audience-appropriate support to patients
• Drive meaningful health behaviour changes
• Quickly search for relevant digital information and companions for patients

£0.12 a user a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@cognitant.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

713054582979380

Contact

GCloud Team
01865688310
gcloud@cognitant.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Requires modern browser and internet connection
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Typically we respond within 24 hours, including during the weekend.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: We have an account team that respond promptly to support requests that are sent to support@cognitant.com. The team can rapidly deploy technical account managers to support where appropriate.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: For clinicians: ; Clinicians can access Healthinote Pro, the content prescribing interface, through a unique url or via a dedicated integration within their EHR of choice. EHR integrations are possible within eConsult, PatientsKnowBest, DrDoctor, EMIS and EPIC, and a dedicated account manager and software technician support the set up for new practices/hospitals. This enables them to create personalised prescriptions for their patients, tailoring content to diseases and conditions and based on their medical record. Verification is required for all professional users, using either their NHS ID or a pre-authorised log in via their EHR. ; ; For patients:; Patients receive a unique url to the Healthinote platform via SMS, email or via a QR code in a printed letter. They are taken to the Healthinote site to view and accept T&Cs and privacy policy, before viewing their personalised bundle of content from their clinician. Patients can choose to create an account to save content for easy retrieval, and can sign up to personalised notifications and reminders for repeat engagement. Registration and log in can be via NHS, Google, Facebook or Apple, or by creating a new log in with their email address. ; ; T&Cs: https://docs.healthinote.com/privacy?terms=activity-5 ; Privacy policy: https://docs.healthinote.com/terms?terms=activity-5 ; Onboarding help: https://patient.healthinote.com/
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data and IP exports are available on request to the support desk in formats suitable for the contract in question.
• End-of-contract process: The dedicated account manager and software technician support will handle the end-of-contract basis with any sites that wish to terminate using Healthinote. This removes access for the practice staff to Healthinote Pro to create NEW personalised prescriptions for their patients, and removes any system integrations to access Healthinote's system. ; ; A data export in JSON or CSV can be made available to help practices transfer the information prescriptions to another service. For an additional fee, existing information prescriptions can be set up to redirect to another system if it is technically feasible to do so.; ; Crucially, patients that have already received information prescriptions from their practice/clinic will retain access to their content and information with no change to the user journey. They simply will not receive new or updated prescriptions from the practice/clinic that has terminated.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The services are delivered as responsive web-pages and work on a wide variety of connected devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Healthinote is a web-based user interface that is compliant with the WCAG 2.1 AA standard.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: User testing is conducted on an ongoing basis with a wide variety of users including those using assistive technologies.; ; The following accessibility tests have been performed on Healthinote:; • WebAim contrast checker to ensure appropriate contrast in designs; • Google Lighthouse testing; • User testing with upwards of 100 patients and 70+ HCPs; • Alignment to the Gov.UK service manual - Testing for accessibility - Service Manual - GOV.UK (www.gov.uk)
• API: Yes
• What users can and can't do using the API: Users contact support@cognitant.com and once approved they will be granted an API key allowing access to our API.; ; Users can contact the development team through support@cognitant.com and their needs can be discussed with respects to making changes to the API. ; ; API usage is for approved partners who work directly with Healthcare professionals. Further information about partnership can be requested from hello@cognitant.com
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Specific digital companions, licensed for use on Healthinote, can be customised, for example with localised content or with additional, customised reporting capabilities to support effectiveness measurement of initiatives at CCG/ICS/practice level.; ; Additional features to the Healthinote API, such as localised and customised libraries are also available.

Scaling

• Independence of resources: Built on the AWS public cloud, Healthinote is able to scale as demand requires. The microservices architecture on which the platform is built allows for multiple degrees of scaling to be applied to the provision of the service. For the end user, this means that you can both be sure that expected levels of redundancy are in place, but also that service levels of any given area of functionality within the system have the local capacity in place that best absorbs the heaviest spikes in usage.

Analytics

• Service usage metrics: Yes
• Metrics types: For health companions:; -Number of information prescriptions shared ; - Number of unique users, views, user interactions; - Average time spent navigating per user; - Percentage increase in user understanding following engagement; User satisfaction, user perception of accessibility; Pre and post knowledge surveys; Number of health goals, notifications, reminders set; ; For use of the Healthinote library; - Number of sites that have used Healthinote ; - Number of searches ; - Number of information prescriptions sent to patients ; - Number of patients that have interacted with the info prescriptions / content sent ; - A breakdown of the content prescribed with prescription numbers
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data exports are available on request to the support desk in CSV or JSON formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Our standard service for healthcare professionals is made available free of charge to NHS organizations (see pricing information below). We maintain a 99.9% uptime and <2sec response time SLA.
• Approach to resilience: The Healthinote platform is hosted in multiple UK AWS availability zones, with multiple levels of load balancing and redundancy built into its core architecture to allow for on demand scaling without any single points of failure. All data is encrypted in transit and at rest, and stored within the UK or EEA.
• Outage reporting: When there is a change in service availability detected (up or down), we announce this via https://status.healthinote.com

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Healthinote does not offer external access at all to management interfaces, these are restricted via network access controls for staff access only. Patients and health care professionals can make support requests via email to support@cognitant.com, and verification occurs via account details confirmation processes.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: DTAC

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: Cognitant Group maintains and implements a framework of policies and procedures developed in compliance with the requirements of pharmaceutical clients and NHS best practice guidelines. It includes, amongst others: employee training, record classification and retention, information security management, incident management, data retention, data protection impact analysis (DPIA), business continuity / disaster recovery planning, asset management, network & access control, logging and reporting, and IT vulnerability management policies.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration of all application platform elements is performed using git repositories, and all configurations are version controlled and auditable as a result.; ; As part of release processes all software and configuration goes through pull requests to allow reviews, feedback and sign off before deployment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Patches are deployed within a window of at most 14 days after release for Critical and High severity classified vulnerabilities and 28 days for Medium vulnerabilities (as describe in IT Vulnerability Management Policy document). A number of sources are used to determine and assess vulnerabilities as they are announced, including NPM audit, NCSC, and vendor mailing lists and disclosure boards.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: In compliance with NHS DSP Toolkit and Cyber Essentials requirements, Cognitant maintains IDS on all border firewalls, and on all applications maintains log watches with alarms for suspicious activity.
• Incident management type: Supplier-defined controls
• Incident management approach: Cognitant's "IT Vulnerability Management policy" and "Data Breach Response and Notification Procedure" documents describe an ethical reporting policy made available on the website and how users should report incidents, as well as the follow up of how those reports are handled once received by Cognitant. When availability incidents occur, we announce them via https://status.healthinote.com. When security related incidents occur we follow notification procedures in accordance with reporting requirements of our customers and clients.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Healthinote supports a reduction in the carbon footprint of consultations by:; ; - Facilitating successful virtual consultations through the provision of patient information sent digitally before, after or during the consultation; - Reducing unnecessary face to face consultations by preventing complications and facilitating self-care; - Replacing paper-based patient information leaflets with a digital alternatives

  Tackling economic inequality

  We know that economic inequality is linked to poor health literacy levels, with 47% of the working population unable to understand written health information. This means that many people struggle to understand how to manage their health, for example up to 50% of medications are not taken as prescribed.; ; Misinformation and disinformation online also leads to leading to poor decision making around health (such us vaccine hesitancy); ; Economic inequality can also mean that segments of a population are not able to access health information due to lack of access to certain devices.; ; Healthinote focuses on addressing these issues by helping clinicians to share with their patients content that is accessible, easy to understand and memorable - for people of all ages and abilities, and accessible from any device and in a range of formats.; ; Healthinote addresses the risks of misinformation impacting on people's decision making by taking advantage of people's trust in their clinician for reliable health information. By enabling clinicians to share validated information, people will be less influenced by misinformation that can be found from other sources.; ; Healthinote, as an adjunct to virtual consultations, also facilitates the delivery of care to people in remote, hard to reach areas, whether this is due to geographical remoteness or lack of transport.

  Equal opportunity

  Equal opportunity is at the core of Healthinote's vision 'for a world where everyone understands their health and treatment'. It is paramount that everyone has the opportunity to attain their full health potential and no one is disadvantaged from achieving this potential due to their social position or other socially determined circumstance.; ; Currently, when we look at the distribution of health information, this is often inequitable as large segments of the population will not understand the information given to them due to their literacy levels, language spoken, visual or hearing impairment etc.; ; Healthinote's library of trusted information and support, is focused on presenting health information that is clear, easy to understand and easy to access, with a range of formats available such as interactive health companions, visual, audio, personalised and translated content to meet different learning needs and preferences.

  Wellbeing

  Healthinote can support people's wellbeing by empowering them to have a deeper understanding of their condition, activating behaviour change to enable them to better manage their health.; ; Improved wellbeing can be achieved through:; - the facilitation of preventative care, such as supporting people to give up smoking, reduce their BMI, manage their diabetes or use their asthma inhaler better before they face serious health issues.; ; - support people with chronic conditions where education and access to support tools and services can be more beneficial than consultations such as the management of chronic pain, depression etc.; ; - in general, allow people to feel that they play a part in joint decision making when it comes to their health thanks to improved understanding of their condition and treatment options

Pricing

• Price: £0.12 a user a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free trials are made available during pilots of our digital companions. At this stage, we gather data to demonstrate impact on patient understanding, behavioural changes that can drive positive changes to health outcomes, engagement etc.; ; We provide the Healthinote library of trusted content (excluding licensed digital companions) to the NHS.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@cognitant.com. Tell them what format you need. It will help if you say what assistive technology you use.